Customer Experience Account Manager

Job Description

Job Description

Salary: Starting at $55K

At Batory Foods, we encourage our team to Bring YOU, Every Day because true success starts with the ability to be yourself and letting your unique talents shine. Since 1979, the heart of our success has been our people. The Friedman family established a legacy of generosity, warmth, and respect. And with core values like Invest in Relationships and Be Relentless About Improvement, each member of our team consistently strives for excellence to uphold that legacywhether its related to the employee experience, our processes, or the customer journey. Join our team today and help us build a better tomorrow, together.

Customer Experience Account Manager

Benefits:

14 paid holidays with a end of year holiday refresh break

Health, Vision and Dental Insurance

401Kprogram

Tuition reimbursement program

Be Positively Excellent well-being program

Term Life Insurance Plan

Standard Disability Plan

Job Description:

TheCustomer Experience Account Manager (CXAM) is responsible for managing the full customer order processfrom inquiries and daily order entry to service requests and sales support functions such as CRM updates and sample requests. Acting as a key liaison between customers, the sales team, and internal partners (Logistics, Operations, Credit, and Inventory Planning), the CXAM ensures a seamless and effortless customer experience.

This role requires strong critical thinking, problem-solving skills, organizational excellence, and the resilience to navigate daily challenges while owning the customer relationship in partnership with sales.

This position is based at our Rosemont, IL headquarters.

Key Responsibilities:

• Process and manage a high volume of complex, multi-step orders, serving as the primary owner to ensure accurate and timely execution.
• Navigate multiple computer systems and platforms to complete all steps of the order fulfillment process.
• Handle significant volumes of inbound and outbound communications (calls, emails, chats) with customers and internal stakeholders, ensuring timely and professional responses.
• Collaborate cross-functionally with Sales, Credit, Purchasing, Inventory, Logistics, Warehouse, and Accounting to ensure seamless order execution and customer satisfaction.
• Partner with Sales to support contract balance reconciliation, forecasting, sample requests, customer events, and issue resolution, offering solutions and alternatives as needed.
• Work closely with Sales Account Managers to ensure CRM accuracy, pipeline tracking, and market intelligence gathering.
• Assist Sales Account Managers with strategic analysis of customer growth goals in alignment with Batory Foods objectives.
• Coordinate and support contract submissions and updates within the CRM system.
• Troubleshoot issues with critical thinking, business acumen, and professionalism to resolve complex challenges.
• Provide cross-functional support by covering team responsibilities and collaborating across departments when needed; serve as backup during team absences.
• Attend meetings and travel as required to support customer or business needs.
• Perform other duties as assigned by management.

Personal Qualifications:

• Strong commitment to accuracy and attention to detail, with an appreciation for organizational structure.
• Demonstrates initiative and self-motivation, taking ownership of tasks without the need for direction.
• Builds and maintains positive, collaborative relationships with customers, colleagues, and business partners.
• Consistently maintains a professional, empathetic, approachable, and polished demeanor in all interactions.
• Earns trust by demonstrating competence, reliability, care, clear communication, and follow-through.
• Willingness to work extended hours as needed to meet business demands.
• Thrives in a fast-paced, dynamic environment where no two days are alike.
• Comfortable in settings that encourage creative problem-solving and solution-oriented thinking.
• Excels in both team-oriented collaboration and independent work.
• Bachelors degree in Business or Supply Chain/Distribution Management preferred, or 3+ years of equivalent experience.
• Proven experience demonstrating organizational skills, critical thinking, and problem-solving abilities.
• Proficient in Microsoft Office Suite, with strong data entry skills and intermediate-level Excel expertise.

Batory Foods in an equal opportunity employer which considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law. In addition, Batory Foods also provides reasonable accommodations to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation for any part of the application or hiring process, please notify us immediately.